VP of Client Operations

• Apr 2022 - Present

- Built best-in-class and high performing operations department for the industry leading value-based PBM. - Developed and successfully executed on the strategy of rebuilding EmpiRx Health’s service operations function that currently serves over 400k members, 160+ clients and 150+ internal resources. - Built and launched a best-in-class implementation function that manages the end to end process for onboarding of all new clients, maintains existing client setups, and oversees all open enrollment activities for 7/1 and 1/1. Within a six-month timeframe, we increased our productivity by 40%, while successfully completing over 75+ new client installations and 125+ plan changes with 100% client satisfaction and over 99% accuracy. Show less

Senior Director of Shared Services and Operations

• Nov 2020 - Apr 2022

- Spearheaded the development of Cigna Legal’s Shared Services and Operations function that served as the backend support function for our attorneys and compliance professionals. Critical responsibilities included vendor management, project management, process optimization, systems and technology, financial management, data and analytics, and paralegal support. The launch of this new team enabled Legal to reduce siloes, leverage resources cross functionally, and advanced the teams knowledge and skill set.- Partnered with our Integration Management Office to lead Cigna’s largest integration program with Express Scripts. The goal of the program was to position the company to effectively execute our combined growth strategy while identifying key synergy targets that would be accomplished through people, process, and technology solutions. This resulted in a 35% reduction in operating costs. Show less

Director of Compliance Operations and Chief of Staff

• Aug 2017 - Oct 2020

- In partnership with our Chief Compliance Officer, spearheaded the development of Cigna’s U.S. Healthcare Compliance Program and directed a team of compliance professionals to drive the transformation across all commercial lines of business. By following industry best practices, we implemented new programs for governance, risk assessments, testing and monitoring, policy creation, as well as training and education. These components were critical to the success of passing all regulatory exams and client audits. - Built a new Third-Party Oversight program ground-up to support Cigna’s Global Procurement department. The program included the buildout of a new operating model to ensure all Third Party Administrators (TPAs) complied with applicable laws and regulations. This resulted in zero privacy or data breaches with our TPAs and 100% compliance with all state and federal mandates. Show less

Senior Director of Operating Effectiveness

• Jun 2016 - Aug 2017

- Led operating effectiveness including internal program management for industry-leading organization focused on provider-sponsored health plan development and administration, payer-provider joint ventures, population health management, value-based programs including Medicare ACO development, IPA/PHO design and development, and physician engagement services. - Integrated 900+ person and $130M+ regional health services subsidiary with Cigna to drive efficiencies of scale in support of growing national footprint; built integration program ground-up and drove all aspects of effort including change management and communication. Show less

Director of Implementation

• Jul 2013 - Jun 2016

- Post Cigna-acquisition (March 1, 2015), created new Cigna-centric PMO to deliver “plug-and-play” service platform chassis in less than 9 months, with seamless integration of best-in-class vendors, source-agnostic reporting/analytics and white-labeled portals, built on a highly-scalable and redundant private cloud infrastructure – delivery breadth and complexity in 9-month timeframe is unprecedented in healthcare service industry.- Successfully directed 65+ client installations and 350+ mid-to-large sized projects across B2B, B2C, information management, infrastructure and operational excellence driving 10%+ enterprise operating cost reduction, 19% cost reduction in service operations, 40% improvement in account installation turnaround time, 60% reduction in ID card costs and 99% complex client installation quality despite 35% growth in membership. Show less

Manager, PMO

• Jan 2011 - Jun 2013

- Built high-performing team of program/project managers/BAs and partnered with COO/CIO on creation of reusable PMO toolkit including dashboards, status reporting and issue/risk management artifacts.- Led B2C projects that drove build-out of redesigned member portal, brand new client portal and integration with leading multi-payer provider portal solution (Navinet).- Directed projects that drove comprehensive build-out of best-in-class B2B solution including plug-and-play B2B Gateway for real-time and batch HIPAA transactions, real-time eligibility/benefits inquiry interfaces with hospital systems (in ER setting). Show less

Project Manager

• Jul 2010 - Dec 2010

- Hands-on project management and business analysis across mission-critical business operations initiatives. - Spearheaded complex multi-year migration of medical and workers’ compensation service operations to new plan administration (including claims) platform.

Business Analyst

• Jun 2008 - Jun 2010

- Developed and maintained online inter-departmental business processes using enterprise BPM tool.- Liaison between claims platform vendor and business units.

Court Clerk and Residential Counselor

• 2006 - 2008

Administrative Assistant

• 2004 - 2006